Viseven Groupis an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries all over the world. Viseven's solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.
The rapidly expanding team includes more than 700+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr, Vinnytsia, Ternopil (Ukraine), Tallinn (Estonia), New Delhi (India) and Bridgewater (NJ, USA).Responsibilities:
- Registration, description, classification, processing of all incoming issues (requests received from Email, Service Desk, Viber or WhatsApp Chat) according to SLA with the corresponding customer;
- Escalating requests to L3 (Tech Support) with appropriate description and details
- Notification to Customer about the request resolution progress ;
- Timely notification of Customer about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team;
- Periodic and unplanned testing of client instances, roles and content setup according to the list of purchased functionality;
- Some errors while synchronization solving
- Instance setup while updating to the new version, check functionality, error fixing
Requirements:
- 1+ year Experience of working in a technical support environment
- Self-learner and self-starter, able to become a product expert and customer advocate
- Middle SQL knowledge
- Strong organizational skills, high degree of accuracy, and detail oriented
- Experience with Intercom, Jira Service Desk or other ticketing software
- Excellent verbal and written skills in English (Upper Intermediate is the minimum)
- Experience working with CLM and CRM for more than 1 year
- Database management
What we provide:We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with highly competitive compensation and exceptional benefits, such as:· Competitive compensation and regular performance based salary and career development reviews· Passionate experienced team, friendly atmosphere· Professional and career growth· Paid time off - 18 business days per year (20 business days after 2 years of cooperation)· Non-documented sickleave-4business days per year· Documentedsickleave- 20 business days per year· Family leave - 3 paid business days in case of marriage,childbirth or bereavement· English learning courses· Opportunities to participate in professional forums and conferences· Regular corporate events and team-buildings· Enjoyable working environment: comfortable and fully equipped office and possibility to work from home